A minimum of 1 to 3 years experience in a similar customer facing environment with related experience
Non-contact center experience that will be considered includes retail, healthcare and financial services
Strong verbal communication demonstrating a clear and polished tone, speaking ability and service skills
Computer literate with pc knowledge and the ability to navigate through multiple applications effortlessly
Effective keyboarding and computer skills with the ability to type at least 35 wpm minimum
Language Requirement: English
Professional Experience Highly Preferred:
1 to 3+ years of experience in a customer service call center environment dealing direct with the public
Familiarity with call center scheduling, performance metrics and KPI goal setting
Excellent written communication skills including proficiency in typing business correspondence via email
Effective keyboarding and computer skills with the ability to type 50 wpm
Education:
High school diploma or GED required
Continuous vocational training, college coursework or a college degree preferred Serve as the first point of contact for customers seeking first level technical assistance over the phone or email
General Duties & Tasks
Perform troubleshooting techniques
Perform application navigational guidance
Identify and determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on first level business requirements
Record events and problems and their resolution
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures